IT Service Manager

Job Description

Industry: Food and Beverage Manufacturing
Seniority for this role: Mid-Senior level
We are looking for a dynamic and highly motivated IT Service Manager to join our team based in Milan! As part of the Data & Digital Solutions – Enterprise Platforms Team, you will be responsible for overseeing all IT service delivery within Venchi and will act as the owner of the ITSM platform. This role aligns with the ITIL framework and incorporates best practices to ensure efficient and effective IT service management. Your scope will include oversight of outsourced service desk operations, workplace management, and application management services, working closely with our strategic partners to ensure optimal performance. Key Responsibilities : Oversee and manage IT service delivery to ensure high-quality support and service levels that meet business needs. Redesign service-related processes and procedures in alignment with the ITIL framework. Lead the selection, design, and implementation of a new corporate ITSM platform to manage all IT services, ensuring adoption by internal teams and service providers. Own and manage the ITSM platform , ensuring it evolves with the organization’s needs. Drive service optimization and innovation by leveraging data, AI, and other digital solutions. Ensure compliance with ITIL best practices, Venchi’s policies, and industry standards for IT service management. Act as the Critical Incident Manager when necessary, coordinating all involved parties until the issue is resolved. Manage vendor relationships, service level agreements, and coordinate issue resolution to maintain high service performance. Oversee vendor and contract management for all outsourced services. Develop and maintain a comprehensive knowledge base to enhance operational efficiency and reduce reliance on individual expertise. Foster continuous improvement within IT service management processes. Ensure IT services adhere to the highest standards of security and compliance , including conducting regular audits. Build and maintain strong relationships with all internal and external stakeholders. The Ideal Candidate : 3 to 5 years of experience in IT service management and delivery within a global enterprise environment. Proven track record in IT service management , preferably in a multinational organization, ideally in industries such as consumer products or retail. Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field. ITIL certification is required. Demonstrated experience in implementing best practices with ITSM platforms. Experience working in both service provider organizations and internal teams is a plus. Fluency in English , with excellent communication skills. Strong organizational and project management abilities . Ability to drive innovation and facilitate the adoption of new technologies and practices. Familiarity with AI technologies and their application in business contexts .… and of course a chocolate and gelato lover! Join us at Venchi and help us bring the Italian way of life and delicious flavors to every corner of the world! We look forward to hearing from you! Show more Show less